Na'Toya Gaines
Glen Burnie,MD
Summary
Enterprising branch manager successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change.
Overview
12
12
years of professional experience
Work History
Branch Manager
Enterprise Rent-A-Car
08.2016 - Current
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance monthly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
Assistant Store Manager
Lane Bryant
08.2012 - 08.2022
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
Education
Bachelor of Science - Rehabilitation Services -
University of Maryland Eastern Shore
Princess Anne, MD01.2014
High School Diploma -
Mardela Middle and High School
Mardela Springs, MD01.2010
Skills
- Leadership
- Organization
- Training
- People-Oriented
- Communication Skills
- Customer Service
- Computer Skills
- Problem-solving
- Hard-working
- Passion
Accomplishments
- Repeatedly received recognition from superiors for excellence in customer service, averaging a 12 month score of 92% for fiscal year 2024.
- In my 8 + years of experience I have supervised team of 30 staff members.
Timeline
Branch Manager
Enterprise Rent-A-Car
08.2016 - Current
Assistant Store Manager
Lane Bryant
08.2012 - 08.2022
High School Diploma -
Mardela Middle and High School
Bachelor of Science - Rehabilitation Services -
University of Maryland Eastern Shore
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